Job Description
NET-A-PORTER is the leading luxury fashion destination for women. The first digital platform of its kind, NET-A-PORTER has revolutionised the way women shop, delivering fashion, fine jewelry & watches and lifestyle collections to the world’s most discerning women.
Today, NET-A-PORTER continues to own discovery, inspiration, exceptional curation, customer experience and engaging storytelling. NET-A-PORTER creates exclusive, personalised experiences for its EIPs (Extremely Important People), with dedicated Personal Shoppers and invitation-only moments. PORTER, the editorial voice of NET-A-PORTER, entertains and inspires women through daily content, and tells the stories of incredible women across the globe.
NET-A-PORTER is part of LuxExperience, the leading digital, multi-brand luxury group.
NET-A-PORTER are now seeking a Head of User Journey to join the team. Some of the essentials for you to know are:
Location: Our Net-A-Porter office in Westfield (Shepherds Bush), London
Department size: 5 (Approx)
Reporting into: Site Trading Director
Direct reports: 4 (Approx)
Besides a competitive salary, we can offer you:
- A pension that both you and the company contribute too
- A portal with an array of discounts on things like theme park and cinema tickets
- Our famous staff discount along with exclusive staff sales
- Private healthcare for you and your family
- Flexible working
- A chance to be part of a fun and caring team that support each other
Here is a breakdown of what you will be doing:
- Champion the site experience, ensuring seamless user pathways from entry to purchase and owning how customers navigate and engage across the site, connecting editorial, promotional content, and product into cohesive and commercially effective journeys.
- Accountable for cross-linking, promotional content placements, and circular journeys that drive engagement and return visits.
- Collaborate closely with Trading on navigation, PLPs, and catalogue structure, providing informed feedback and recommendations to optimise commercial impact while respecting Trading ownership.
- Lead site journey planning and design, ensuring content placements, campaigns, and promotional messaging are effective and aligned to customer behaviour.
- Define and own site performance metrics including content CTR, onward journeys, message relevance, and circular impact, using these to continuously optimise the experience.
- Analyse user engagement and journey performance across the site in Google Analytics and Content Square, translating insights into actionable recommendations and sharing these through weekly feedback loops and monthly business round-ups.
- Partner with Head of Content on what is possible on-site, providing clear guidance on feasibility and optimisation opportunities, and ensuring loops customers back into the shopping journey.
- Partner with Head of Content to own the overall site content plan for all HP layouts, additional assets, campaign rollouts as well as reactive placements to drive commercial goals.
- Oversee site planning for all commercial and service messaging, ensuring CMS workflows, calendar adherence, and high-quality delivery and testing through the team for all customer types.
- Lead, coach, and inspire the Site Content team, fostering a culture of entrepreneurial thinking, solution orientation, and end-to-end ownership. Direct reports include Senior Content Executive, Content Coordinators and Senior Content Producer.
- Ensure operational excellence and efficiency in daily site management while continuously identifying opportunities for innovation.
- Work closely with Editorial teams to share engagement analysis and optimise templates, flexing the capabilities of the CMS to create both engaging experiences and functional journeys.
- Accountable for Content Click-Through Rate (CTR) and attractiveness, Onward journeys and circular impact (page-to-page engagement), Attributed conversion rate (CVR) and message relevance, Site efficiency and CMS workflow adherence, Team performance, delivery quality, and innovation contributions.
The Type of person we are looking for:
- Strong strategic mindset with excellent problem-solving and creative judgement
- Deep understanding of luxury digital retail and customer behaviours
- Proven experience in planning and optimising user journeys, digital content placement, or equivalent
- Data-driven, able to translate insights into actionable improvements
- Excellent organisational skills and operational oversight capabilities
- Digitally fluent, with a strong understanding of CMS, web, and app ecosystems
- Strong communicator and influencer, able to align stakeholders and provide clear guidance
- Experienced in leading high-performing teams, fostering innovation and entrepreneurial culture
- Proactive, adaptable, and accountable with a sense of ownership over outcomes
From the moment you join the LuxExperience Group we are committed to making your journey with us inspirational and evolutionary. If you are passionate, committed and thrive in a collaborative and fast-paced environment, then please apply with a CV.